Duties and Responsibilities
1. To carry out general front of house and reception duties.
1.1 Provide an efficient and courteous service to the public, colleagues and
residents at all times.
1.2 Implement the Association’s Visitor policy and procedure and monitor
movement around the Project using CCTV, and manage the front door,
booking in and signing out all visitors to the site, and attend to as appropriate.
1.3 Manage face to face and telephone enquiries, logging, responding and/or
redirecting messages, ensuring that they are relayed to correct person.
1.4 Effective key management, when residents are leaving and returning to the
project, including triggering process for any report of lost keys.
1.5 Deal effectively with a wide range of organisations and individuals as a
representative of the Association, including receiving referrals and placement
enquiries, appointment requests, job reporting and rent management.
1.6 Working to agreed Standards, be responsible for all correspondence and
communication within the Association and all that goes out externally.
1.7 To deliver a quality administrative service that fulfils the requirements of the
Association accurately using electronic and manual systems.
2. To manage and develop the Activity and Learning space working with
external partners and colleagues to develop and deliver a programme of
meaningful activities and learning.
2.1 Work with residents and support staff to identify resident needs, and develop
activities and learning opportunities that meet those needs.
2.2 Identify and develop a range of meaningful activities that build residents’
knowledge, skills, and confidence.
2.3 Develop partnerships with external organisations to develop and deliver
meaningful activities that meet residents’ needs.
2.4 Utilise partnerships with external organisations to enable timely access to
their programmes, projects, or support for residents.
2.5 Support residents to access a variety of support and activities, internally and
externally, record attendance and capture outcomes and achievements.
2.6 Be responsible for recording activity data on the central activity data sheets
and within all engagement and participation action plans and reports.
3. To capture the resident voice through a range of methods including
regular Resident Meetings, and enable residents to participate in
Association wide engagement and participation activities, meetings, and
panels.
3.1 Arrange and lead Resident Meetings, recording discussions and outcomes
and liaising with Project Manager to discuss and implement actions arising
from them.
3.2 Work with residents to enable and support participation in other Forum wide
engagement and participation activities, meetings, and panels.
3.3 Support Project staff and other colleagues to ensure effective delivery of
engagement and participation, and contribute to Association wide activity
planning, delivery, outcomes, and reporting.
3.4 To consult, liaise, and communicate with residents, via the engagement
communication channels to ensure engagement and participation.
3.5 Contribute to the Engagement and Participation Officer’s quarterly calendar of
events in line with the engagement strategy or organisational priorities.
3.6 Be responsible for recording engagement activity data on the central activity
data sheets and contribute to all engagement and participation action plans,
outcome recording, and reports.
4. To support the Project Manager in the management and administration
of the Project.
4.1 Work alongside Project staff to ensure excellent standards of accommodation
are provided and maintained.
4.2 Report repairs and problems using the Association’s procedures and
systems.
4.3 Ensure the Association’s Compliments, Comments and Complaints policy and
procedure is adhered to.
4.4 Ensure all direct charges are collected on time and actioned, and to work
within the Association’s associated policy and procedures.
4.5 Contribute to ensuring residents comply with all relevant housing
management processes and offer advice and assistance to residents,
including flat management, in a friendly manner.
4.6 Ensure health and safety, including security of the Project, is given due regard
at all times and contributing to health and safety inspections and tasks as
appropriate to the project.
4.7 Identify any housing management or safeguarding risks using the appropriate
reporting systems and Association’s paperwork.
4.8 Carry out or contribute to tasks that the Project Manager may reasonably
request from time to time to support the management and administration of
the Project.
4.9 Act as key point of contact in the absence of the Project Manager.
5. Collaborative Working: To ensure effective collaboration, underpinned
by a clear focus on meeting the needs of residents, taking an outcome
focused approach and utilising relevant systems with clear lines of
communication and a shared understanding of roles and
responsibilities.
5.1 Work as part of a team, to ensure rota cover, and take responsibility for
personal safety
5.2 Be trained and proficient in the application of a range of tools/assessments in
order to progress resident’s support and risk needs, and ensure assessments
are recorded and updated on the Association’s system and where applicable
on commissioners’ systems.
5.3 Engage in reflective practice sessions, individually and as a team, to assess
the effectiveness of interventions and identify areas for personal and
professional development.
5.4 Attend and contribute towards monthly team meetings.
5.5 Activity participate in the Association’s performance management process.
Proud member of the Disability Confident employer scheme
Disability Confident
About Disability Confident
A Disability Confident employer will generally offer an interview to any applicant that declares they have a disability and meets the minimum criteria for the job as defined by the employer. It is important to note that in certain recruitment situations such as high-volume, seasonal and high-peak times, the employer may wish to limit the overall numbers of interviews offered to both disabled people and non-disabled people. For more details please go to
Disability Confident.
